Verizon won't let us activate a new basic phone. Just filed FCC complaint

Question

My mom has had this Verizon plan for nearly 10 years. It's not a bargain by any means. It's $12 a month plus $0.25 a minute. Kind of a rip-off. But she likes the plan. Anyway, she recently added a $10 texting plan and talked to one of the sales managers at the store about getting a new phone (texting with a flip phone isn't practical.) He said she couldn't get a new phone with a QWERTY keyboard because she still has a year left on her contract, but recommended she get a phone elswhere, or buy one. She asked multiple times if Verizon would be able to activate the phone, and the salesman said yes multiple times. So she bought a new texting phone, an EnV3.
She called up Verizon to activate it, and they told her that the plan is no longer valid and any device switch would involve changing plans to a more expensive version. Keep in mind she's under contract after she got a new flip phone last year. What should I do? The store couldn't activate the phone either. I'll try online but not sure if it will work. I filed an FCC complaint though so maybe that will help. Otherwise, I'm getting my mom off Verizon once the contract is up. AT&T is good in our area, and even T-Mobile is. At least you get what you pay for with them.

Answer 1

    kgor93,
After ten years of loyalty, we want to see your mom here for another ten strong. Pending which plan she is on, a Verizon Wireless device like an EnV3 may require current pricing plans in order to make the switch. Do you happen to know the exact name of the plan she's currently on as well as the offerings? Also, which device does she currently use? We're going to do everything we can to express options to make sure she gets some proper help so she can stay on board.
Evan_VZW
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